NU Online News Service, Dec. 13, 3:57 p.m. EDT

Major insurance brokers are stepping up their game, deliveringbetter service to their customers in a bad economy and surpassingthe satisfaction rating of others who in the past would have beenconsidered service leaders.

In its 2010 broker service quality survey, Greenwich Associatesreceived 9,000 middle market company responses to its surveymeasuring broker and insurance company quality of service.

The Stamford, Conn.-based research and consulting firm saidthe top five insurance brokers received higher scores than in thepast in its annual Corporate Insurance Research Study.

In 2009, the top five brokers received quality ratings of"excellent" or "very good" from 47 percent of middle marketcompanies. In 2010, that figure jumped to 53 percent.

The top five brokers, in alphabetical order were:

o Aon Corp.

o BB&T Insurance Services

o Marsh & McLennan Companies

(MMC)

o Willis Group

o Wells Fargo Insurance Services

Of this group, Wells Fargo Insurance and Willis Group receivedthe top Greenwich Excellence National award honor. More than 300brokers were evaluated in the survey.

"Over the past 12 months the quality scores required to earn anexcellence award increased by more than 10 percent," said DavidFox, Greenwich Associates consultant in a statement. "What thisshows is that two brokers--Wells Fargo Insurance Services andWillis Group--have responded to these new marketplace demands withmeaningful improvements to service quality at a national level, andseveral firms have done so at a regional level. Brokers that stoodstill--even those who in past years would have won awards withtheir current quality scores--are losing ground relative to theseleaders."

In an interview, Brett McNeice, client associate, insurancepractice for Greenwich Associates, noted that the survey is not anindicator of insurance brokers doing a poorer job of service totheir client, but reflects how much the top brokers have done toimprove their scores.

The award also recognized regional brokers. Among them:

o Northeast region winners: Brown & Brown Inc., Marsh &McLennan and Willis Group.

o South region winners: Arthur J. Gallagher, BB&T InsuranceServices, Brown & Brown Inc., Wells Fargo Insurance Services,and Willis Group.

o Midwest region winners: Aon, MMC, Wells Fargo Insurance, andWillis.

o West region winners: Aon and Wells Fargo Insurance.

Greenwich also surveyed insurance carriers, which it noted are"being pushed by price-sensitive clients to reduce rates or upgradequality to top-notch levels in order to justify existing rateschedules."

Mr. McNeice noted that client expectation has become morerigorous and some carriers "have responded accordingly."

The carrier winners, from 300 carriers evaluated, for NationalMiddle Market Insurance are:

o Chubb Corp.

o Liberty Mutual

o Zurich Financial Services

The 2010 regional winners are:

o Northeast: Chubb Corp., CNA Financial Corp., Liberty Mutualand Zurich Financial Services

o Midwest: Chubb, Cincinnati Financial, Liberty Mutual andZurich

o South: Chubb, Liberty Mutual, The Hartford Insurance Co.,Travelers Insurance Co., Zurich.

o West: Chubb, Liberty Mutual, The Hartford, Travelers, andZurich.